Frequently Asked Questions

Support staff working hours are:

* from Monday to Friday from 08:00 UTC+3 to 22:00 UTC+3
* Saturday, Sunday from 10:00 UTC+3 to 19:00 UTC+3

Average support answer time: from 30 minutes to 2 hours depending on your problem.

Please be patient and do not create multiple tickets for the same order/problem.

Thank you.

Alfacash provides the automatic exchange of electronic currencies and cryptocurrencies. You can also use bank transfers for the purchase and sale of electronic money, including cryptocurrency.

The discount applies to the exchange commission.

Please contact our service with proof of the scam/fraud and we will share all the information about that issue. After that, please contact the payment system with all the necessary information where your money goes and ask to suspend the thief’s account.

You can ask your question by contacting our support service at after registration. We’re always available. You will get a response within 24 hours.

Only registered users can ask questions on the website.
Maybe you are not logged in/registered.

You can delete your account by contacting our Support Team or in your account settings by clicking on "Edit account" ➤ " Delete account".

A Destination Tag is intended for delimiting incoming payments to the same address.
If you are transferring to a marketplace, online wallet, or third-party exchange office you will have to indicate the Destination Tag you received there.

If you have a wallet, you do not have to indicate the Destination Tag.
All you have to do is indicate that you don't have it by clicking on "No Destination Tag."

Don't worry, this takes a little while - XRP's history usually updates about every 30 minutes.

According to Ripple's requirements, you must have at least 20 XRP in your account to send.

The Lightwallet enables any novice or beginner to access the NEM platform without much knowledge of the technical intricacies of the blockchain technology, securely and easily to transact.

Download the Lightwallet, NEM one-click installer, or the stand-alone version HERE. After installation, simply click on "Create New Wallet". Please make sure to use a very strong password.
​(Note: This is the ONLY official site that distributes the latest and verified NEM software. There may be others available elsewhere, but you will need to verify for yourself if they are in fact safe to use.)

NEM Namespace is a short alias for an address, similar to the nickname or internet domain name. You can use your own unique NEM Namespace identifier instead of the address when you buy NEM on Alfacash.

Mosaics are a very important backbone of the NEM platform. Mosaics add depth and breadth into NEM. Mosaics allow new levels of blockchain utility and versatility. A mosaic is like a file hosted on a domain and represents an asset, and like a website and directory, a mosaic can have the same name as other files on other domains. But a total address of a namespace + mosaic will always be unique as the root namespace is unique even if the rest of it isn't.

More information about namespaces and mosaics HERE.

To create a namespace you need:

  • 5000 XEM for the root namespace
  • 200 XEM for every subnamespace 

To create a mosaic you need:

  • 500 XEM

Get more information how to creating a namespace and mosaic asset you may HERE.

A Memo is an extra piece of information that can be included when sending a Stellar transaction.

The Memo is intended for delimiting incoming payments to the same address.
If you are transferring to a marketplace, online wallet, or third-party exchange office you will have to indicate the Memo you received there.

The Memo is numerical and an example Memo is: 01234567

If you have a standalone wallet, you do not have to indicate the Memo. All you have to do is indicate that you don't have it by clicking on "No Memo".

Usually receipt of funds takes no more 2-3 days; maximally, it can take 7 days, depending on the bank.

Perfect Money sometimes puts a hold on your payment in their internal system. This hold might vary from a few hours to 2 days (or more). This means that we didn't receive your payment as it's stuck somewhere inside the Perfect Money for an additional check. 

Possible reasons why this hold takes place:

  • Your payment amount is more than $ 100
  • Hold might happen even if your account is verified
  • Your IP address or browser has been changed during the payment (please avoid using proxy or VPN)
  • You withdrawn your whole Perfect Money account balance
  • There might be other reason

The best is to contact Perfect Money's support and require additional information where your payment is.

Yes, if the user transfers currency with such Wallets as Yandex.Money, MoneyPolo, OBT (Skrill), bank wire, TrustPay the Administrator reserves the right to suspend the services up to 72 hours to prevent the use of services for executing suspicious transactions.

When ordering, you have read the hold notice: 

“For security reasons, First Payment will be on hold for 12 hours. Currency rate will be updated at the moment of order completion. Percent of commission will not be updated. Next payments will be processed Instantly.”

Verification takes no longer than 48 hours. We constantly strive to improve the quality of our services, and in actuality, verification takes much less time.

Please try:

  • Restart of the device so it can reconnect to operator infrastructure.
  • Insert SIM-card in another device to eliminate possible device issue.
  • ​Update firmware of the device to the latest version.

After above steps, please send the message again. Should you have any questions, please feel free to contact our Support Team.

It is the place where your document was issued.

For successfull verification Proof of identity follow these rules:

  • The document must be valid for 6 months
  • The document must be officially confirmed
  • All edges of the document must be visible
  • All images must be clear and readable
  • English symbols only are allowed or a certified translated copy
  • Colored documents only are accepted
  • No editing, original images only are allowed
  • No cropping
  • Screenshots or photos of documents from screen are not allowed

For successfull Address verification follow these rules:

  • The proof of address must be not older than 3 months
  • The address should be in full, with all necessary information including postal code
  • The original bank statement has to be also certified: to be stamped as a true copy by the issuing bank
  • English symbols only are allowed or a certified translated copy
  • P.O. Boxes are not allowed in the address
  • No editing, original images only are allowed
  • No cropping
  • Screenshots or photos of documents from screen are not allowed


Every order has this status in the beginning.


Order has been paid. Funds will be transferred to you in a moment.


Order has been paid, but awaits to be processed manually. Be patient, manual processing happens within the working hours.


Order wasn't paid in the time specified (usually 2 hours).


Order has been paid. We were unable to transfer funds temporarily. Be patient, the funds will be transferred manually within the working hours.


Order has been refunded.


This status means that we received unconfirmed payment for your order. Once it's confirmed by cryptocurrency network the status will change to Paid.


Order has been completed successfully.


There is a hold for certain exchange directions (from 12 to 72 hours) for security reasons. The exchange rate will be updated when the payment is released from the hold.

  • You have not completed the transaction within 2 hours.
  • You have sent the wrong amount (including pennies), and our system has not recognized your payment.
  • You have the specified wrong information about yourself.

You can cancel only New or Pending orders:
- via 'cancel' button on the order page;
- via link in order e-mail;
- at My Orders (only for registered users).

Please contact our Support Team and provide them with the refund details.

  • The problem is on the payment system side, or on the bank side. As soon as the problem is fixed, your funds will arrive in your account shortly thereafter.
  • Your bank account or e-currency wallet was blocked or had some restrictions placed on it. In this case, we will send you your money back, except the bank/payment system fee in 1 to 7 days.
  • You have specified the wrong payment data. In case that account exists, and we completed the transaction, you should contact the owner of that account, and talk to them. If the account does not exist and the payment freezes in our system, we will complete this transaction to the right address after checking your ID.

There can be few reasons:

  1. You made a mistake in the details.
  2. The direction of your order is PerfectMoney -> Any, sometimes Perfect Money checks your payment within a few hours, so the order is automatically canceled. You need to contact us and provide the order number. After the money will be credited to the account, we'll complete the order.
  3. There are not enough reserves to complete the payment - you can wait for the replenishment or ask for a refund.
  4. Your amount is less than the minimum allowed.
  5. You have paid your order manually, so we cannot complete the payment. In this case, the order will be refunded.
A transaction is a transfer of the amount between Bitcoin wallets, this information is included in the blockchain. We can not affect to the speed of transactions confirmation, it takes some time.
The funds cannot be refunded if you sent money to the wrong wallet. Unfortunately, you will not be able to refund them.

Yes, the received amount will be recalculated upon our receiving confirmation (or process the exchange) but only if that time is more than 15 minutes.

Don't worry, if you specify the correct e-mail address while making a transaction, you should receive an email with the necessary link. By following the link you can finish your order.

All transactions are automatic and proceed without an operator. This means that you can exchange your currency at any time you like - 24 hours a day, 7 days a week, and 365 days a year.

All e-currencies exchanges are instant and it takes one minute maximum. If you do not receive your money in 10 minutes, please contact support. Please note that the speed-of-delivery also depends on payment systems.

Transactions are suspended when funds are sent with a minimum fee. We cannot influence the speed of confirmation in the Bitcoin network.

If you want your transactions to be completed faster, we recommend setting the optimal fee that you can find:

Once your transaction is confirmed, your order will be automatically completed and the funds will be sent to you. The exchange rate will not change, as it is already fixed at the time your unconfirmed transaction is received.

To make sure your Bitcoin transaction is confirmed quickly, set a fee of at least 0.00026000 BTC/kb when sending a BTC.

If your transaction's commission is too low, you run the risk of waiting a long time for an order to be processed (12-72 hours). requires two confirmations from the Bitcoin network. Right now a commission of less than 0.00026000 BTC/kb is considered to be low.

Your payment could have been received with a long delay. Please contact our Support Team.

Unfortunately, the exact timing of the reserves replenishment is unknown.

This earning method offers you a good opportunity to make money passively. You will receive a percentage commission based on the value of the financial transactions performed by any customer who was invited by you. 

After registering at Alfacash you will receive various promotional materials to choose from (texts, banners, scripts), which will make your job extremely easy. All you have to do is invite users to our website by posting promotional materials on your homepages, blogs, forums, Q&A services, blackboards, social network pages, and other resources. Your link will contain a unique code that allows us to track which users came to our website by following your particular link. 

All you have to do is sign up on the Alfacash website. Once the signup process is complete you will receive access to an account where you will find all the promotional materials you need, including banners, partner links, etc., as well as traffic statistics for your partner link. This data will help you analyze the results of your work.

For tracking anonymous referrals we set one-day cookie. If referral registers after visiting your referral link - you will earn from all his future exchanges. You will be earning commission from every exchange they make during 3 months.

Yes! Just advertise our services by using the referral link you receive after signing up on various forums and social networks and by recommending us to your friends and coworkers.

Tell people about our service:

  • on your website;
  • on your blog;
  • on a forum;
  • on social networks by recommending our services to your friends, coworkers, and partners.

No. This is prohibited by the system.

If you use spam, you will cause serious damage to the website and the project as a whole, which could lead to the domain name and even the website itself being blocked. You should not use spam or other illegal methods of advertising your partner links. If you do, the administration reserves the right to unilaterally exclude you from participation and cut off the payment of all partner bonuses. 
These are the varieties of spam we categorically prohibit:

  • automatic mailouts to messengers: ICQ, Skype Viber, Whatsapp, etc.;
  • emails to people who have not signed up to receive mailouts;
  • automatic spam to forums or blogs;
  • spam in personal messages on social networks and the use of any software to increase the number of participants in a group or in a public page;
  • any attempt to contact an audience in the name of the official representatives of​.

If we receive a complaint about a partner violating our rules we will conduct a mandatory investigation and, if the partner is determined to have used spam, their account will be blocked forever and their funds will be frozen without the possibility of withdrawal.

No. Alfacash’s partner program is a single-level program.

Your partner profile has an “Income and Referrals” sections where you can access statistical information on your income and the users of your partner link. Link to the section:

Yes. All registered referrals are linked to their partners for 3 months. If your referral does not create an Alfacash account, the customer is considered your referral for 1 day (this is tracked using a browser cookie) after following your link.

Referral users are linked to partners for 3 months, so any transactions they perform during this period will earn profit for their partners.

You can make a withdrawal as soon as your balance has reached $50. Withdrawals occur automatically when you request them in your profile.

The same rules that apply to the Alfacash service itself apply to the partner program. Please see the “Security Measures” point in the User Agreement here:

That depends on a number of factors, including:

  1. The level of traffic on the website or group of sites on which the information about us has been posted.
  2. How good a match the topic of the website is for the target audience that might be interested in our currency exchange services. In other words, don't expect a lot of people to follow your partner link on a website about growing cucumbers.
  3. Providing the information correctly. For example, not many people are going to be attracted by a “currency exchange” link without a description of any kind. Try to provide plenty of information about the service, limitations, and suitable payment systems in your region (country).

Technically, this kind of situation is impossible, but if for some reason it does happen, send our support service a detailed email indicating the link and the number of the order that was placed using it, and we will try to clarify the situation.

If a customer rejects an order and receives a refund, the information about this order is removed from the partner's account. The only exception is if the partner's commission for this order has already been paid out to the partner.

An address is the blockchain equivalent to a bank account number in the traditional financial system, or to an email address. You might share your address with anyone who should be able to send funds to you.

Bitcoin is a digital currency created in 2009, by an anonymous founder or group of founders going by Satoshi Nakamoto.

A collection of transactions. Every 10 minutes, one miner out of thousands worldwide verifies the transactions order of one block. The block is then added to the blockchain, which keeps the history of all blocks. Every new block added to the blockchain increases the difficulty of rewriting this history of past transactions.

Blockchain is a type of database storing an immutable set of data, verifiable to anyone with access to it. The Bitcoin blockchain solely stores currency transactions, while other blockchains like Ethereum also store smart contract code - shared rules automating financial transactions.

An abbreviation for Bitcoin.

A private key that is not accessible from the internet. A typical cold storage is an USB stick, an offline computer or paper wallet.

A Bitcoin wallet in cold storage (offline from the internet).

A bitcoin transaction is confirmed when it is included in a block. This is the same for all blockchains. Each new block adds a new confirmation and increases the cost of reversal. Different merchants might require a different number of confirmations.

A digital currency running on a blockchain. To the contrary to central-bank issued currency, cryptocurrancy issuance rules are public for everyone to verify.

Cryptography is the mathematical basis for secure communication that allows only the sender and intended recipient of a message to view its contents. Cryptographic methods in Bitcoin proof each transaction as well as the whole history of transactions.

The transfer of control from one central entity to smaller entities. Every bitcoin transaction is verified by a decentralized network of computers around the world. No one company or government can stop a transaction or change the bitcoin blockchain history.

A distributed system is made of components that are running on different networked computers, which communicate and coordinate their actions by sharing messages. Bitcoin is a distributed system.

Data encryption translates data into a code, so that only people with access to a secret key can read it. Your bitcoin wallet is encrypted with a private key, so that only you can access your funds.

A hash is a function that turns a set of data into a short string. Hashes in Bitcoin serve as unique identifier for transactions.

A wallet that is connected to the internet. Typical mobile or browser wallets are hot wallets.

A ledger is like a spreadsheet keeping track of which addresses own how many bitcoins. The Bitcoin blockchain is a distributed, decentralized ledger.

Miners secure the network, by ordering Bitcoin transactions into blocks and verifying the blocks of other miners. For this work, miners get rewarded with transaction fees and newly issued bitcoins.

Thousands of miners compete on the reward which is only paid once per block. Miners who join a mining pool promise each other to share the reward equally, making the reward more predictable.

Also multisig. While normal bitcoin wallets need only one private key to make a transaction, multisig wallets need keys from multiple parties. Other blockchains, like Ethereum, provide advanced multisig features, like setting different permissions per users and apps.

A Bitcoin node is a server that downloads the history of transactions and shares it with other nodes in the network.

Software that is open for anyone to modify, copy, share or build upon. The code for blockchains like Ethereum and Bitcoin is Open Source, for anyone to verify and improve it.

A piece of paper containing a private key or mnemonic phrase to unlock a cryptocurrency wallet.

A peer-to-peer (P2P) network in which interconnected nodes ("peers") share resources with each other without the use of a centralized administrator. The Bitcoin network is peer-to-peer.

A cryptographic key that is used with an algorithm to encrypt and decrypt data. A Bitcoin private key let's you access funds in a wallet.

Proof of Work (PoW) lets one party proof the execution of an algorithm to another party. In the Bitcoin PoW system miners proof the validity of the transaction in a block. This way, the PoW consensus algorithm solves the 'double-spending problem' making it impossible for one party to create new Bitcoin without the agreement of the other participants.

Proof of Stake (POS) was created as an alternative to Proof of Work (POW), supporting cheaper and faster transactions, by requiring a certain amount of coins to be locked up in order for the network to reach consensus. POS is seen as less risky in terms of the potential for miners to attack the network.

A public key can be used by anyone to encrypt messages for a particular recipient. In Bitcoin, this key enables anyone to receive bitcoin.

A graphical representation of a public or private key. Scanning QR codes is a simple way to share keys between devices, especially desktop computers and mobile phones.

Signature in Bitcoin or other blockchain protocols are used to provide a proof about private key ownership without having to reveal the key.

The inventor of bitcoin, which might be one person or a group of persons who released the original bitcoin whitepaper in 2008.

The hash function used in the bitcoin mining process to verify transactions.

A bitcoin transaction is an entry on the bitcoin blockchain ledger, noting sender, receiver and amount of bitcoin transacted.

To pay miners for the work of ordering transactions and verifying blocks, sending bitcoin costs a certain amount of transaction fee. This fee may vary over time, as it is defined by the demand for transactions.

A wallet is used to manage private keys. There are wallets for desktop computers, mobile phones and browsers, enabling users to manage funds and interact with smart contract blockchains like Ethereum.

You can learn more about the basic principles behind the Merchant function here:

Detailed instructions can be found here:

After selecting a payment system for settling accounts you will have to create an invoice and send it to your customer, who will then pay in either the crypto-currency you have selected or the crypto-currency of their own choosing if no specific crypto-currency type has been selected.

Electronic currencies are exchanged automatically and instantaneously.

Please keep in mind that the overall speed at which you receive funds depends on how long it takes for the ALFAcashier system to get the crypto-currency, as well as how long it takes for the funds to be transferred to the account-settlement system you have selected.

Wire transfers take several days to complete. Funds take 2-3 days to transfer, with a maximum of seven days, depending on the bank to which the funds are being transferred.
The amount of time it takes to transfer crypto-currency depends on network confirmation. It typically takes about 20-40 minutes to receive funds once they have been sent.
Exchanges using wire transfers are processed manually and take 24 hours.

To send a customer an invoice, just save the invoice address you received and send it to your customer as a link. You can also send the link directly via email if you enter the customer’s email address when creating the invoice.

The fee depends on the sender and recipient and generally equals 0.5%-3% of the transaction amount.

Depending on the sender and recipient, invoices usually last between two and 24 hours.